Made With A Smile | iPhone, iPad and Mac Applications

Beta 6 of SupportDesk is a fact

2011-12-08T17:37:00.001+01:00

We just released beta 6 of SupportDesk and we believe that this will be the last beta before release.

These are the release notes so far:

- Solved issue with duplicate Tickets and Posts
- Solved minor issue with ui updates of counters
- Added separate view for viewing of complete Note
- Added colorized Notes (no editing yet)
- Added separate view viewing of complete Billing Entry
- Added colorized Billing entries (no editing yet)
- Improved sorting of predefined replies
- Improved keyboard and picker sizing when rotating input views
- This version supports only Kayako version 3.20.02+ and version 4.30.649+

First beta of SupportDesk v4.0 is a fact

2011-11-04T15:17:00.000+01:00

We released the first beta of SupportDesk v4.0 with support for Kayako v3 and Kayako v4 to those people that sent us the UDID of their iOS device.

When everything goes well we will send out a final release very very soon :)

iFindContact is soon available (again)

2011-10-14T11:46:00.000+02:00

Today we sent iFindContact and iFindContact Free to Apple for review and we hope that it is available again soon.

Formally known as InContact we not only gave iFindContact a new name but also modernized the User Interface.

We hope you like it!

You can read more about iFindContact here.

SupportDesk almost there...

2011-10-08T14:05:00.000+02:00

SupportDesk for iPhone and iPad support for Kayako v4 is ready.

However, before we can release it we have to wait for one important change in the Kayako API.

We are sorry for the delay but we don't feel comfortable releasing it right now knowing that we will have to update very soon after that again.

TicketAlert for Mac 1.9 released

2011-09-06T23:09:00.000+02:00

Added new option to automatically create a Task in OmniFocus (http://www.omnigroup.com/products/omnifocus/).
Added new option to uncheck storing tasks after creating ToDo's.

You can read more about TicketAlert here

SupportDesk and Kayako v4 progress

2011-08-18T11:18:00.001+02:00

Well, it looks like the Kayako API is ready. At least far enough to begin adding support for Kayako v4 to SupportDesk.

Although we are not yet ready (i hope to have good news beginning of September) we finalized synchronizing today.

We will spend today building all that is needed to make that users of SupportDesk 3 can safely start using SupportDesk 4.
Tomorrow will be a day of testing that everything works as expected.

Next week will be used to add updating of a Ticket properties as well as creating a Ticket, Replies, Notes and Billings.

SupportDesk for Kayako v4

2011-08-14T14:08:00.001+02:00

So, people are asking, when will SupportDesk support v4.

The short answer is soon…

The long answer is that Kayako finished the API last week.
This means that it is now 'save' to start developing the next update to SupportDesk.
And so we will.

We aim to finish the work in September so stay tuned.

InContact for iPhone temporarily unavailable

2011-05-19T23:23:00.000+02:00

Today we removed InContact from the App Store due to the fact that we were notified that we infringe intellectual property rights of a Company named InContact, a developer and provider of Call Center Software.

Until we found a new name all information and the application will be unavailable because this was of course never our intention.

Kayako Fusion, Engage and Resolve. Kayako Mobile and SupportDesk

2011-03-09T09:07:00.000+01:00

IT2BE was asked by Kayako to develop Kayako Mobile and we are both working hard to make it available.
Based on the work that was done it is going to be an awesome product :)
Kayako will make it know to the world as soon as Kayako Mobile is ready.

But this does not mean that we will stop working on SupportDesk!

When you work with a Kayako v3 helpdesk (or mixed v3 and v4 helpdesks) you can continue using SupportDesk because we will add v4 support to it as well.

We will let you know as soon as SupportDesk is ready for Kayako v4.

Kayako to REST or not to REST

2011-02-27T15:10:00.001+01:00

So, Kayako released their REST API last Friday (February 25th, 2011).

For those of you that sent me an email: Thanks, I am glad you like SupportDesk so much that you immediately ask me about support for Kayako v4 ;)

The 'bad' news is that the word 'API' does not mean that everything that is needed for 'third-party-development' is now implemented.
In other words the REST API is not used for Mobile and Mobile is really not ready yet.

The 'good' news is that we started adding support for Kayako v4 with what -is- ready and that we are working with Kayako to get their Mobile API done asap.

I am sorry for this but that is just how it is right now. When you want to know when things are done you can subscribe this blog or follow us on Twitter.

Kayako Version 4 and SupportDesk

2010-12-17T07:58:00.000+01:00

Version 4 of Kayako Fusion, Engage and Resolve is officially released.
However, their Mobile API (the programming interface we need) is not finished.
Kayako is working hard on it but until then we can not yet support Version 4.
We do all we can to help them speeding things up!

TicketAlert for Mac 1.8 released

2010-11-19T17:26:00.000+01:00

Added new option to automatically create a ToDo in MS Outlook (iCal and Things already available).

You can read more about TicketAlert here

SupportDesk for iPhone v3.0 Approved

2010-09-09T22:08:00.000+02:00

Today Apple approved SupportDesk v3.0.

This is a major upgrade with many many new and improved features.

Highlights of this release are

- iPad Support
- Faster navigation to (all) tickets
- Searching
- TextExpander support (http://www.smilesoftware.com/TextExpander/touch/index.html)
- Added 'StopWatch' to Billing View
- Select a contact from your 'Contacts'

And many more. You can read about all changes under 'Release Notes'

IT2BE.net moved to Made With A Smile

2010-08-31T15:49:00.000+02:00

Today we moved our website IT2BE.net (hosting our iPhone, iPad and Mac applications) to Made With A Smile.

We decided to make this move because we will soon introduce a new website dedicated to RapidWeaver Plugins.

When that website is introduced we will use IT2BE.com and IT2BE.net as a news site and to host links to the 3 (new) websites.

Until then IT2BE.net will link directly to Made With A Smile.

New Site up and running

2010-08-14T21:35:00.000+02:00

This weekend we worked hard to update IT2BE.net.

The last couple of weeks we have updated all our applications and created new video's. After doing so we thought it was high time to update our site and make it a bit more intuitive.

As you can see we moved the faq and support pages.
It should now be easier to find the information you need by looking at the Video, reading the Release Notes and checking out the Frequently Asked Questions.
When you don't find what you need you can navigate to support and create a ticket in just a few minutes.

We hope you like it.

When you miss something or see something going wrong please let us know via our Contact page.

New Video's available

2010-08-07T00:39:00.000+02:00

Today we uploaded new videos (Screencasts) for TicketAlert, InContact and SupportDesk.

These video's are a short and simple introduction of what these applications do.

We hope you like it!

SupportDesk for iPhone v2.4 released

2010-06-29T19:06:00.000+02:00

[new] Added introduction screen to avoid a black startup screen
[fix] Solved an issue on iOS4 when changing a status
[fix] Corrected issue with preference to enable/disable rotation on first start
[fix] Corrected issue with logging output while rotating

SupportDesk for iPhone v2.3 released

2010-04-07T19:04:00.000+02:00

[new] In the helpdesk settings you can now set 'HTML valid' to 'NO' so that SupportDesk will process non-valid HTML also
[chg] Added additional feedback for when no data is returned by Kayako
[fix] Solved a crash that could occur in several views when a ticket priority was not set

SupportDesk for iPhone v2.2 released

2010-03-30T19:49:00.000+02:00

[new] In the settings panel you can now select to avoid the interface to autorotate
[new] In the settings panel you can now set that a html formatted post (starts with '') will be html formatted
[chg] Changed order of checks at login for better feedback
[chg] Added rounded background behind scrollbar for synchronization
[chg] Added textual feedback below scrollbar during synchronization
[chg] Changed a couple of ui glitches
[chg] Made the synchronization sound a little less load
[chg] Improved 'Low on memory' handling and made it more 'visible'
[fix] When creating a new helpdesk after opening/editing/creating another one the old settings would (still) show
[fix] Priority label in Ticket List does not cut off on right side

SupportDesk for iPhone v2.0 available now

2010-02-05T08:04:00.000+01:00

You can find the release notes here.

iPad apps for Kayako Helpdesk software

2010-01-31T16:32:00.000+01:00

Once you have the iPad 'in your hands' you can immediately start using SupportDesk.
Unfortunately, in its current form, it will not yet benefit from the larger screen.
So, we will introduce an iPad version of SupportDesk.
We will do our best to have it ready by the time the iPad arrives.

For all of you wondering about TicketAlert or maybe ChatAlert (currently under development for Mac).
Imho these applications are only of interest for iPod, iPhone or iPad users once it is possible to have them running in the background. Unless somebody proves me wrong it does not make sense any other way...
One thing is sure, TicketAlert and ChatAlert for iPhone/iPad will not become available before Kayako v4.
The same thing counts for Push, we have to create our own module for that.

SupportDesk for iPhone v2.0 uploaded to Apple today

2010-01-25T23:46:00.000+01:00

You can find (more) release information here.

Live Support (Chat) service

2010-01-08T19:00:00.000+01:00

Everywhere on our website you see a 'Live Support Button' with the current status (Online, Away, Back Soon or Offline).
When our status is online you can click on the button to chat.

The only thing we ask of you currently is that you have a valid subscription.
We will help you if we can or we might ask you to create a ticket when we can not help you immediately.

SupportDesk for iPhone v2.0 in beta now

2009-12-22T11:29:00.000+01:00

When you want to participate you have to send your UDID on our support site.
Please including your name and since when you use SupportDesk.
You can locate your UDID by following the instructions below.

You need to be aware of the fact that you old data will be changed so there is no way back (unless you restore a backup).

Release information Version 2.0
[new] Data is now persistent
[new] Creating a new ticket is now possible
[new] Added landscape mode
[new] Added option to leave the 'owner' of a ticket to '-- Unassigned --' (only works when a ticket is already unassigned)
[new] Added a new setting (Settings app > SupportDesk) 'Connection Timeout' to manage the time a connection waits for an answer, default = 20
[new] Added a new setting (Settings app > SupportDesk) 'Connection Retries' to manage the number of retries, default = 2
[new] When an error is thrown by the Kayako helpdesk (server) the error is now better recognized instead of showing a generic message
[new] When SupportDesk is (too) low on memory it will show a dialog (before closing down)
[new] Added display of priority to ticket in ticket lists
[new] A helpdesk can be enabled/disabled (temporarily exclude synchronizing)
[new] When adding a new helpdesk the url is now corrected and tested immediately after it is entered
[new] Clicking in the header of a detailed ticket view now moves to the first post
[chg] Disabled synchronizing on startup
[chg] Changed to new application icon
[chg] Made several improvements to list view cells
[chg] Improved entry of data in list view cells
[chg] Toolbars and Buttonbars are now black instead of blue
[chg] When selecting a ticket status the text and navigation bar color is set to the color of the status
[chg] Cancelling edit views now always triggers a dialog to ask if you really want to cancel
[chg] Stored data is no longer included in a backup (saves backup time)
[chg] Billing entries and Notes are now also sorted (equal to sort order of Posts)
[chg] Changed over 50% of the code to improve performance and memory usage
[chg] When synchronizing navigation and data entry is disabled
[chg] The subject of a new ticket in a list is now blue
[fix] Removed several potential memory leaks
[fix] Field changes were not recognized in rare (and random) occasions
[fix] Statusses selectable for a reply were all statusses instead of those only available for the current department
[fix] Billing entries entered when creating a reply were not honored
[fix] No predefined replies defined could cause empty selector and a crash when creating/sending a reply
[fix] Sorting of tickets was sometimes incorrect
[fix] Removed deprecated API calls

UDID instructions
To find your iPhone's UDID, just plug it into your computer and wait until iTunes recognizes it. Select your phone from the Devices list in iTunes and click the "Summary" tab. To see your UDID, click on the word "serial number" beside the picture of the iPhone. You should see the word "identifer" and an alphanumeric string – this is your UDID.

New Screencasts for InContact and TicketAlert

2009-09-11T21:28:00.000+02:00

Today we created and uploaded our Screencasts for InContact for iPhone and TicketAlert for Mac.

You can watch the Screencast on our SupportDesk product pages or on YouTube.

Enjoy...